BH Technologies™ Case Study
Transforming Enterprise Service Desk Operations with Scalable Managed Services
Overview
A leading healthcare company faced critical operational challenges within its Identity Access Management (IAM) department, where an overloaded service desk team struggled to manage tens of thousands of monthly tickets. Issues stemming from an underperforming offshore provider—including incomplete ticket resolutions, improper closures and SLA failures—resulted in a record-breaking backlog that impacted business continuity and security provisioning.
To stabilize operations, the company required a structured, scalable solution to rebuild the service desk, automate workflows and rapidly deploy resources to meet both immediate needs and future enterprise-wide initiatives.
Solution
Beacon Hill implemented a phased managed services approach, ensuring seamless onboarding, process optimization and ongoing support to address both immediate and long-term service desk challenges.
Phase 1: Transition and Knowledge Transfer
- Established a dedicated service desk team to absorb institutional knowledge from the outgoing offshore provider and ensure process continuity.
- Developed comprehensive training materials and automation frameworks to accelerate onboarding and maintain consistency in ticket resolution.
- Implemented real-time performance tracking to measure SLA adherence and drive operational improvements.
Phase 2: Scalable Expansion
- Strategically expanded support capacity to handle increased ticket volume during peak periods.
- Implemented automated ticketing workflows to improve case resolution speed and accuracy.
- Aligned resources with service-level agreements (SLAs) to ensure backlog clearance and operational continuity.
Phase 3: Continuous Optimization and Performance Management
- Conducted ongoing governance meetings to monitor progress, address challenges, and drive continuous improvement.
- Established daily performance monitoring and escalation protocols to ensure consistency and rapid issue resolution.
- Provided ongoing training and process automation, enabling service desk teams to handle complex provisioning requests more efficiently.
Results & Impact
- Enterprise-wide ticket resolution accelerated, significantly reducing backlog and improving response times.
- Service desk operations fully stabilized, supporting large-scale user provisioning across the organization.
- SLA performance increased from 37% to 99%, ensuring compliance and service excellence.
- Client Award: Client received internal award for the quality of work Beacon Hill performed
Conclusion
By delivering a high-impact managed services solution, Beacon Hill successfully transformed a struggling service desk operation into an efficient, scalable and high-performing team. Through structured deployment, automation and SLA-driven governance, we helped the client eliminate backlog, improve ticket resolution, and drive long-term service excellence.
When I learned we would be bringing on staff from Beacon Hill to support Welcome Season and BAU work, I was truly excited because year after year, these are considered a top priority and the demand increases. The support you and your team have provided—has been outstanding.
We’re starting to see a decrease in the time it’s taking to process Welcome Season requests, and with time, we hope to see this in the BAU space as well. The staffing you have provided has assisted us with remediation of issues caused by the movement of our ticketing system, acquiring the funding to support Welcome Season and BAU work, and provisioning access in a timelier manner due to less ramp-up time.
Thank you again for helping make our busiest season a success. We look forward to continuing our partnership with you.
